# Issuetrak vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Issuetrak excels in its ticket management capabilities, with users appreciating the ease of passing tickets between departments and the comprehensive visibility into issue resolution through detailed notes. The time tracking feature is particularly valued, allowing teams to monitor how long tickets take to resolve.
- **Users say** that ServiceNow IT Service Management stands out for its ability to centralize support requests, which enhances efficiency in issue resolution. Reviewers highlight the platform's capability to streamline incident, problem, change, and request management into a single interface, making it easier to manage various tasks in one place.
- **According to verified reviews** , Issuetrak is praised for its reporting features, with users cherishing the ability to generate summary reports and custom queries. This functionality is seen as a significant advantage for teams that rely on data-driven insights to improve their processes.
- **Reviewers mention** that while ServiceNow IT Service Management offers a robust feature set, some users find that it prioritizes consistency over speed. This approach ensures that tickets are directed to the right place, which is crucial for maintaining workflow integrity, even if it means some tickets take longer to resolve.
- **G2 reviewers highlight** that Issuetrak's user-friendly interface contributes to a smoother onboarding experience, making it easier for teams to adapt to the system. This ease of use is a significant factor for organizations looking to implement a new ticketing system without extensive training.
- **Users report** that ServiceNow IT Service Management, while highly rated for its overall quality, may require a steeper learning curve due to its extensive features. However, once users become familiar with the platform, they appreciate its comprehensive capabilities and the efficiency it brings to IT service management.



| | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 63 | 1,924 | 
| **Largest Market Segment** | Mid-Market (40.4% of reviews) | Enterprise (73.1% of reviews) | 
| **Entry Level Price** | Starting at $26.00 1 per agent Per Month | No pricing available | 

---
## Top Pros & Cons

### Issuetrak

**Not enough data**

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.0 (58 reviews) | 8.9 (923 reviews) | 
  | **Ease of Use** | 8.2 (59 reviews) | 8.5 (1395 reviews) | 
  | **Ease of Setup** | 8.0 (42 reviews) | 8.2 (772 reviews) | 
  | **Ease of Admin** | 8.3 (43 reviews) | 8.6 (338 reviews) | 
  | **Quality of Support** | 9.0 (56 reviews) | 8.6 (1014 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (43 reviews) | 8.8 (333 reviews) | 
  | **Product Direction (% positive)** | 7.8 (59 reviews) | 8.9 (923 reviews) | 

---
## Pricing

### Issuetrak

#### Entry-Level Pricing

Plan: Cloud

Price: Starting at $26.00 1 per agent Per Month

Description: Great for use cases such as Issue Tracking, Help Desk, and Complaint Management!
Cloud and on-premises hosting
Agent-only Team Plans or Unlimited FREE User Support Plans!
Free Trial available.

Key Features:
- On-Premises or Cloud
- Unlimited Free Users
- Dashboard and Issue Hub

[Learn more about Issuetrak](https://www.g2.com/products/issuetrak/reviews)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | 7.7/10 | 44 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.4 (43 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.1 (43 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 7.9 (42 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.2 (39 reviews) | Not enough data | 
| **SLA Management** | 7.4 (24 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.1 (41 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.1 (40 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 7.8 (24 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | 8.2 (30 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.4 (32 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 7.3 (15 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | 5.7 (18 reviews) | Not enough data | 
| **Customization ** | 7.7 (30 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.3 (30 reviews) ✓ Verified | Not enough data | 
| **Integration** | 6.7 (11 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 6.8 (38 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 7.9 (38 reviews) ✓ Verified | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 691 |

#### Administration

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 9.2 (337 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (259 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.8 (326 reviews) ✓ Verified | 

#### Service Desk

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 9.4 (408 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.3 (326 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (377 reviews) ✓ Verified | 

#### Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 8.9 (326 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (245 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.8 (243 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.9 (241 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.4 (221 reviews) | 

#### Functionality

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.5 (422 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.7 (229 reviews) | 
| **Alerting** | Not enough data | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | Not enough data | 9.1 (351 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (141 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 312 |

#### Monitoring

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (241 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (252 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (236 reviews) ✓ Verified | 

#### Generative AI

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | 8.3 (107 reviews) | 
| **AI Text Summarization** | Feature Not Available | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Self-Service Experience

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 406 |

#### Incident Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.0 (332 reviews) | 
| **Ticket Prioritization** | Not enough data | 9.0 (326 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (333 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.8 (305 reviews) | 

#### Reporting

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.8 (329 reviews) | 
| **Time Tracking** | Not enough data | 8.8 (290 reviews) | 
| **Surveys** | Not enough data | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.0 (240 reviews) | 
| **Self Service** | Not enough data | 8.8 (304 reviews) | 
| **Active Directory** | Not enough data | 8.5 (263 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)

**Unique to Issuetrak (2):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to ServiceNow IT Service Management (2):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 24.6% | 5.8% | 
| **Mid-Market** | 40.4% | 21.1% | 
| **Enterprise** | 35.1% | 73.1% | 

### By Industry

#### Issuetrak

- **Information Technology and Services:** 14.5%
- **Telecommunications:** 8.1%
- **Hospital & Health Care:** 8.1%
- **Education Management:** 6.5%
- **Financial Services:** 6.5%
- **Computer Software:** 4.8%
- **Accounting:** 3.2%
- **Computer Networking:** 3.2%
- **Electrical/Electronic Manufacturing:** 3.2%
- **Furniture:** 3.2%
- **Other:** 38.7%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.3%
- **Hospital & Health Care:** 7.4%
- **Computer Software:** 6.8%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.8%
- **Manufacturing:** 2.4%
- **Retail:** 2.3%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to Issuetrak

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7011 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (429 reviews)
- [Kayako](https://www.g2.com/products/kayako/reviews) — 4.1/5 stars (227 reviews)
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- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7812 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3894 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (628 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1344 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
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- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (285 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (628 reviews)

---
## Top Discussions

### Issuetrak

- Title: [What is required for installation?](https://www.g2.com/discussions/what-is-required-for-installation) — 2 comments, 1 upvote
  > **Top comment:** "IssueTrak is a web-based software application available for On-Premises installation using your own web server and database platform or hosted and maintained..."
- Title: [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "Issuetrak is used by organizations to track tickets at their help desk, whether for internal IT requests or external customer support requests. A number of..."
- Title: [Where is your support team based?](https://www.g2.com/discussions/support-team) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Our Virginia-based support team maintains at least a 97% customer satisfaction rate and is available 24/7.

•	Web-based, email, mobile issue/ticket..."
- Title: [What kinds of businesses & industries are working with Issuetrak?](https://www.g2.com/discussions/755-industries-using-issuetrak) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "
Issuetrak is at the same time easy to use AND highly customizable, offering many user-defined options. This is why our customer base spans a wide range of..."

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/issuetrak-vs-servicenow-it-service-management)